Horrible products, services and treatment at HiFi Corporation

I received absolute abysmal customer service - TWICE - from one person at HiFi Corporation. On the 6th of March 2024, I purchased a laptop - a Packard Bell laptop - from HiFi Corporation, the HiFi Corporation store located in Southgate Mall. I was not offered insurance, and was told to register the laptop for a one year warranty, which I immediately did in store. Once the warranty was activated, I left the store with my laptop. Exactly 20 days later on the 26th of March 2024, I was busy on a website to complete a certificate for online teaching when the laptop's screen went blank and displayed a black blob on the lower right corner of the screen. I wasn't immediately concerned at this point as I was merely on a website I had been on before, it was a secure website, and all I was doing was trying to complete a teaching certificate, so I left my laptop hoping it would start working again. Unfortunately, after a few hours, the screen was still blank. I tried clicking on the "power" button to switch it off then on again, but that did not change the screen. I then decided to take the laptop in the following day since my laptop screen went blank at night. The following day when I arrived at the HiFi Corporation store in Johannesburg where I originally purchased the laptop 20 days prior, I spoke to the person whom I had initially met when I bought the laptop. He was shocked at the screen, to which I informed him of what happened and made sure to note there was absolutely no physical damage on my end, especially since the laptop did not fall and did not retain any damage from the moment I purchased it up until I returned it to the store; I kept and returned the laptop in the same condition I bought the laptop in. The man said he could not help me, and then took me to the back of the store to speak to his colleague. When I got to the back of the store with my mother - the person I was with when I originally bought the laptop - we were met with two women in an office whose job descriptions/titles were not made known to me and my mother. One of the women took the laptop and examined it, and while she did, I made sure to let her know that the laptop did not fall nor suffer any other physical damage from my end while it was in my possession from the moment I bought it up until the time I returned the laptop. The laptop was in the same condition I bought it in. The woman confirmed that there was no physical damage, and that is where the problems with her started. After I truthfully told them that I did not let the laptop fall and did not damage it in any way - and she confirmed the laptop did not have any physical damage - I then asked her a few questions; 1) What the next steps would be. 2) Could someone in store check, reboot and "fix" the blank screen of the laptop - since that was the only thing wrong with it. 3) How much it would cost if repairs had to be done and 4) how long it would take for my laptop to be returned to me fixed. The woman's demeanor was quiet, and she seemed annoyed and uninterested. That was made clear by how she answered some of my questions. She told me they didn't have a technician in store at that time and that HiFi Corporation would send my laptop in for repairs. She said it would take 14-21 days to take a look at, repair and return back to me, but that was it. When I asked how much it would be, she said she didn't know and when I asked for an estimate, she blatantly ignored me, and this continued with other questions I had. She avoided eye contact with me, ignored most of my questions, and spoke softly whenever she did address me, and it was clear she was annoyed when speaking to me. She then asked me to sign a document consenting to sending the laptop in for repairs, I asked again if there was time for a technician to try to reboot my laptop. Her answer to that was "How would your laptop get rebooted?" In a very annoyed and rude tone. I responded by saying "I read online that laptops can be rebooted if the laptop is blank" she ignored me, then said there was no technician available. I accepted that and asked again how long it would take as I wasn't sure if she initially said it would take 7-14 days to get repaired or 14-21 days, after she confirmed it would take 14-21 days, I decided to leave as I already signed the consent form to have it repaired. I gave back the laptop's charger, then turned to leave. When I left the back room, I got to a table a few steps from the back room to close the bag I had with me. I then heard the two women I had returned the laptop and charger to gossiping about me in a negative way. They immediately stopped when one of them saw me at the table and made eye contact with me. I just looked at her and turned to leave. I should note that throughout the conversation with the two women, one was completely quiet while the other one dealing with me mostly ignored all my questions. The times when she did speak to me, she kept trying to coerce me into saying that the laptop suffered physical damage from my end, which it did not. I kept truthfully reiterating that the laptop did not fall while in my possession, it did not suffer any physical damage from me and I returned it in the same condition I bought it in. There were two times that my mother tried answering the questions I had for the HiFi Corporation employee and after I left the room to answer a phone call, I did see the employee say something to my mother. On the 09th of April 2024, at 17:14 PM, I received a phone call and was told I was speaking to HiFi Corporation. The woman on the other end of the line then said "You can come and get your laptop." I was confused and asked what that meant. She then repeated herself, "You can come and get your laptop." I asked why and what would happen next a few times, after which the woman told me my laptop did not get repaired and if they did send it in to get repaired, I would get quoted a large sum of money as screens are expensive. I asked why if I have a warranty, and she then raised her voice and said, "We do not cover screens. Go to any store, no one covers screens. Not phone, TV or laptop screens". I asked why, and why I wasn't told that when I had bought the laptop. She then repeated herself, still with a rude and raised voice, "We do not cover screens. Go to any store, no one covers screens. Not phone, TV or laptop screens." I then repeated my questions; why they didn't cover screens and why I wasn't told that when I signed up for the year long warranty. She ignored that, repeated that they don't cover screens and that I would get quoted a lot of money if I chose to go ahead with the repairs. I then asked how much it would cost, she said she didn't know. I asked why she didn't ask the repair company, but she ignored me. Throughout the phone call, the woman kept trying to fault me for the laptop but I maintained - truthfully - that I did not do anything to cause any physical damage to the laptop whatsoever and that the employees at HiFi Corporation confirmed that the laptop did not suffer any physical damage when they examined it. She confirmed that the laptop was not physically damaged when she examined it but again, tried to coerce me into admitting fault for the laptop's screen being blank. She then said that the laptop screen had leaking ink on the inside, and that it had to be repaired but then she also said that the laptop repair company did not examine the laptop. When I asked her how they knew the laptop's screen was leaking ink if the repair company didn't examine it, she ignored me. I also asked her why they didn’t send it in to get repaired, she ignored me again. Throughout the conversation, this woman had her opportunity to explain to me what was going on but when I tried to speak, she either ignored my questions or interrupted me and spoke over me in a rude way. She also said, "I tried explaining to you, I tried explaining to your mother..." I then asked twice, "What did you explain?" But she kept ignoring me. When I then said to her, "Can you please give me an opportunity to speak, you keep interrupting me. I gave you an uninterrupted chance to speak but you keep interrupting me, you're raising your voice and you're being rude" and even then, when asking for her to give me an uninterrupted chance to speak, she kept interrupting me, speaking over me and being rude. She then said, "I have other customers here" in a short tone, I asked, "Why would you call me if you have other customers?" She ignored me again, then repeated that she had other customers so couldn't give me a chance to speak. I then asked again for a chance to speak, but I received no answer and the line was quiet. I thought she was giving me a chance to speak but when I said, "hello" after a brief moment after the line went quiet, I heard people speaking in the background and then the call ended from their end. I was shocked, hurt and disappointed. It's then when I decided to report these incidents. I still have not heard back from them, my laptop has still not been sent in for repairs, it's still not fixed and I don't know what's going to happen when I go in to speak to them in person because I need a helpful and respectful employee that can work with me, not an impatient and rude person that is completely uninterested in doing their job. I cannot be respectful to people and then get disrespect in return as I know that being disrespectful to them in response to their disrespect to me will put me in a disadvantageous position and would give them a reason to be even more unhelpful than they've already been. I need to work with people who will be helpful want to be helpful, regardless of the outcome. More importantly, I absolutely need my laptop repaired or replaced. I have lost out on work and I can't pay to fix or replace the laptop due to the laptop still being in warranty and how well I took care of it while it was in my possession. I'd very much like and need for HiFi Corporation to repair or replace my laptop because I need it for work. Thank you.